You and I have heard the declaration “I hate scripts!” more than once.  We aren’t going to dwell on why you or someone you work with might get angry at the mention of a script.  I want to point out what you and your team are missing when these great tools are left to gather dust on the corner of the desk.

Celebrating an individual’s improvement

Hunter is a CSR at the Orlando District and she has been with Waste Connections for almost a year.  Her Tooty scores were up and down and she was frustrated by the scripts.  During our coaching session together, she shared that she was frustrated by all the words on the script along with trying to figure out which one applied to the call at hand.  We reviewed the residential and commercial existing customer scripts and she created her own version to use.  It was a check list that applied to any customer calling. Hunter said, “I created this one to ensure I get all the information first, then I can determine which script I need so I’m not looking all over the place and losing my mind because of how different each one is laid out.”  Hunter took initiative in creating a tool that would work for her.  It had all the components of the full scripts, but visually it worked better for her because there were less words to look at.  After using the new script, she gained confidence and found that it worked well for her and her customers.  Hunter is happy to share the results of working with a script and not against it. “Thank you so much for helping me tweak it to fit my brain!! Just thought you should know your suggestion has worked for me marvelously and the underdog is going for the gold now J The last 2 tooties I had I received 100 % score on!”

For all you managers out there, this is what Hunter’s manager, Julia wants you to know.

“I decided to try the (Tooty) coaching.   My job is to provide every opportunity for success for the folks who report to me.   I try to accomplish that on my own, but I know that everyone learns differently and is motivated in different ways. These Tooty sessions are another tool for us that is clearly effective.   I would be crazy not to tap into the mother-load as it were!  Go straight to the source and get some coaching/teaching!!! It has clearly made a difference and reminds me to entertain all available options in the pursuit of success.”

Creating Scripting to Make More Sales

When I received an e-mail from an office manager with the subject “accidental sales” I was intrigued.  Hilary, the Office Manager of Salina Waste in Kansas, had noticed that city customers call every day asking about bulk pick up or other service needs.  She said, “I would like to have a script or guidelines on how to navigate a phone call that wasn’t originally meant for our company.  When city of Salina customers call, it would be great to have a plan of attack for suggesting they change their service to ours. For instance, today I had a customer call about wanting to have a 

mattress picked up.  They were a city customer. They are already calling us in need of a service.  We would love to provide them with service; OUR service!  We collaborated on wording to be added to their new residential service script and in a matter of minutes she had a script for her team to use to grow their district!  Adding the unique features of your service and their benefits to your script will help you grow market awareness and sales.

Creating Scripting to Address Market Specific Concerns

Has something changed in your market?  Maybe there is a new tax being implemented by the local government, a price increase or a change in service.  You are expecting customers to call with questions and you are concerned that some of the customers may be difficult.  Hoping things will go well or the deluge of calls will pass over quickly is not a successful approach.  Division V.P. ,  Regional Sales Manager and the Haltom City District Customer Service Manager Lisa  reached out for some help with scripting as they prepared for a price increase on recycling services.  We crafted a concise explanation for the CSRs to share with customers along with the strategy to defend the increase.  A prepared customer service team will be successful with demanding situations. 

Small efforts like changing a script or receiving some great coaching contribute to team success.  Tooty is here to walk alongside you and help you and your team be successful with new sales opportunities, market specific challenges and staffing changes.   

 Tooty’s secret shopper, scripting, training and customer service recognition programs will help you increase revenue, minimize costly mistakes and improve employee performance.  Check out our client list and give us a call.